1 Survey & Tools Customer Insight
2 Basic methodologies introduction
3 Back end & front end Back end(survey tools) Front end VoviciThe Internet browsers (IE, Firefox, Safari, Chrome, Opera, portable browsers) On paper
4 Back end 1. Back end The “back end” here in the survey means a computer program which provides data collection, storage and report generation functions. It is a deep layer for the survey data processing. It works as a back-stage.
5 Front end 2. Front end The “Front end” here in they survey means a software or even a method (on paper) for a participant to use in order to complete the survey. It provides access to the “back end” supporting platform and enables data imputing. It is a displaying layer. If on-paper method were used, additional manually data inputting should be needed.
6 Back end Vovici A cooperate survey tool provided by a UK company—Verint. This application enable users to design customized questionnaire and can fulfill duty including questionnaire designing and setting up, sending invitation, data collection and storage, as well as report generation. Cost: There is a license fee per user account each year.
7 Sample 1. Web version
8 Sample 2. Mobile phone version
9 Suggestions It is suggested to design the back end well in terms of logics and easy for data processing after the survey, and it is also very important on front end designing as it directly interact with end users, so be sure the user interface is attractive and user friendly. It is more important that the back end and front end match. In some cases, highly complicated questionnaire cannot be well displayed on front end tools. Testing is very necessary.
10 Suggestions Well designed surveys could be save as templates and be reused in the future. Avoid switching among back end tools too often since you do not want to start your work from the very beginning every time, because data and surveys from different platforms are incompatible.
11 Advantage and disadvantageVovici Advantages Disadvantages No extra cost except license fee High efficiency Customized questionnaire Unable to set up complicated questionnaire Needs data transactions between database and Vovici platform Needs provide continuous training to operators
12 Survey questionnaire development
13 Exhibitor Post-show Survey TimelineExhibitor survey distributed within 1 month after the show Track the feedback. Send 2nd reminder. At least 50% sample size finishes the survey 1 month after the show 1 week after start Track the feedback. Send 1st reminder. Consider using incentive plan/sales’ calls if the feedback rate is low 3 days Keep tracking the feedback. Send 3rd reminder. At least 80% sample size finishes the survey 1.5 weeks Min. sample size reached; Close survey 2 weeks Download survey data and compile survey report Survey closed Before the survey start Set up survey
14 Visitor Post Show Survey TimelineVisitor survey distributed within 2 weeks after the show Track the feedback. Send 2nd reminder. At least 50% sample size finishes the survey 2 weeks after the show 1 week after start Track the feedback. Send 1st reminder. Consider using incentive plan/call center if the feedback rate is low 3 days Keep tracking the feedback. Send 3rd reminder. At least 80% sample size finishes the survey 1.5 weeks Min. sample size reached; Close survey Download survey data and compose survey report Survey closed Before the survey start Set up surveys
15 Survey Set-up 1 Confirm survey platform (Vovici) 2 Confirm shcedule 34 Confirm survey platform (Vovici) Confirm shcedule Design questionnaire, prepare incentive plan, invitation , apply for survey data export from databases (10 digit identification code, and name) Set up questionnaire and upload exhibitors‘/visitors‘ data to survey platform
16 Questionnaire Design There are 4 categories of questions in the questionnaire templates. Show team could select from them. Basic information questions-Mandatory for All Profile and contact Category 1 questions-Mandatory for All Ask about satisfaction, loyalty, recommendation and other feedback Category 2 questions-Mandatory for Top 100 Ask about improvement and comparison Category 3 questions- Optional for All Ask about in-depth evaluation, media exposure, and other open questions
17 Sample questionnaire templatesPost show exhibitor survey template Post show visitor survey template
18 Questionnaire Design TipsDo not pile too many questions. Make sure the survey can be complete by 15 minutes Deadline for completing survey should be noticed to exhibitors/visitors Avoid designing too complicated questionnaire if possible. Make it easy to be read, understood and answered Limit the number of open questions (maximum 3) Do test the survey(questions, webpage redirecting) Clear testing data before launch. (Vovici clears testing data automatically when launching surveys)
19 How long do you want your survey to be?SurveyMonkey did a research on its survey data and had some very interesting findings about length of surveys, which was based on a random sample of about 100,000 surveys with the length from 1-30 questions.
20 Stay brief The more questions you ask, the less time respondents will spend on answering each questions Quality and reliability of the data may descend when respondents are “speeding”
21 Time spent on each questions decreases nearly half when question number exceeds 30
22 Response rate Length of survey Abandon rate Completion rateLong survey would made low response rate. If you really “have to” design it long, be sure to invite abundant respondents to obtain enough sample size.
23 Only collect required and needed dataAsking clients questions that they know we should have known may waste survey resources and make we look either unprofessional or not diligent.
24 How long should it be? Would 20 minutes an ideal length of a survey?No! Often, a 30-question-survey would make respondents to think they need 20 minutes, so they would rush to make it done within 8-10 minutes. That is the truth! Therefore, 20 min is an ideal limit but do not make respondents actually use that much time.
25 Minimum Sample Size CalculationClick above excel file for min. sample size auto-calculation form. When the target population is very large, a minimum sample size of 400 is sufficient to achieve 95% confidence level. However, when the population is very small or below 50, the whole population should be surveyed.
26 Survey Data PreparationPrepare exhibitors/visitors data prior to the survey and upload to Vovici. Exporting data from databases needs application in advance. Name Phone number(optional) Internal identification number (visitor)
27 Invitation Vovici Compose an invitation and send invitation to exhibitors/visitors through Vovici platform.
28 Components in Invitation E-mailContact information Survey Motivation Briefly state Show information Incentive Survey Length Deadline to complete
29 Sample invitation E-mailXXX show Post-show Survey for Visitors Date XXXX Dear %KEY_2% , We highly appreciate your participation and support for XXXXXX. We would be pleased to invite you to an online survey for improvements of the show. This would enable us to bring you a more pleasant experience at XXXXXX There will be a raffle for all of whom have completed the online survey. 30 lucky winners will get XXXXX souvenir (Travel pack of sleeping mask and pillow). The survey should only take about 5 to 10 minutes, so please click the following link to get started. %[Start survey]URL% Any questions during the survey please call us at +XXXXXXX Thank you for your support. Organization Committee XXXXXX
30 Suggestions on email subjectIf the subject does not convince the customers to open the , all your good work is wasted. Be specific Be very clear about your goal; being upfront and honest will get higher open rate. Do not speak to your customer like a stranger. Use the data and information you have to tailor the subject Localize, Personalize and Target There is no hard rules about the length of an subject. It is all related to your target customers Length does not matter Outlook and other tools have short preview function that enable readers to see the first sentences; be aware of it and carefully compose the subject Consider the short preview
31 Track Progress Survey starts Track progress Sample size accomplishedSurvey closes Track survey’s progress and monitor the statistic result If the opening rate are very low, change the invitation subject and resend invitation to those that have not opened the If response rate is low, consider providing incentives, such as cellphone recharge, souvenir, free show ticket and post-show visitor report( exhibitor). Send the 1st and 2nd and 3rd reminders to participants who have not completed the survey If budget allows, consider using calls to remind and facilitate the participants
32 Track Progress + Send the reminder E-mail scope 1st InvitationAll participants 2nd Invitation –change subject of the 1st invitation Who haven’t opened the 1st reminder Exclude participants who have responded the invitation 2nd reminder
33 Closure Sample size completed Action PreparationThere have been enough responses over minim sample size. Survey could be closed. Close survey. Set up close notice webpage (Info Salons) Send notice message/ to qualified participants who will receive incentive if any. Implement incentive plan if there were any. Download survey data and generate charts/graphs. Clear invalid data. Data under following scenarios should be deleted: All answers are the same, such all A or B. All blank answers Sample size uncompleted There could not be more responses any more; all methods have been used. Survey would not have any further progress, and has to be closed.
34 Corporate survey tool introduction (Vovici)
35 Cooperate survey tool introduction (Vovici)Server log in address: There is at least one user account in each show team in RXGC All accounts are managed by CI Any assistance or troubleshooting please contact CI Maintained by CIT
36 3 steps to conduct a survey
37 Design Design the questionnaire and logic rules for the survey
38 Distribute Upload participants’ data to the platform and send out invitation
39 Analyze Export survey data and generate reports/charts
40 Account application Currently, there is at least one user account in each show team already. Due to limit account license resources, CIT encourages to disable inactive account but they do not reject applying for new ones; If you really need to open a new account, please contact Herbert Sun and I shall apply it for you via resolver.
41 Survey assets managementNormally, each show team’s major account user conducts most of their surveys and this person is in charge of their team’s historical survey data. All these data is show team’s resource and this PIC please manage his/her account well. When PIC changes, the content and data will be entirely transferred to new PIC’s account so that the resource will never be lost.
42 Survey assets managementOn the home page of the user account, all surveys created by this account are listed on “My Surveys” page.
43 Templates sharing Vovici enables users to share their survey templates. If you think a template is great and could be reused, you could just share it to other users so that they would not need to start the designing work from the very beginning.
44 Templates sharing Step 1: select the survey you want to be shared as a template
45 Templates sharing Step 2: click “Actions” and choose “Duplicate”
46 Templates sharing Step 3: select the empty duplicated survey and choose “share”
47 Templates sharing Step 4: select sharing authorities full/view access
48 Templates sharing Step 5: people be shared template can check it in the Shared Surveys folder of their own account
49 Demonstration
50 Q & A Contact Information Herbert Sun